Our passengers

We carried a total of 34.6 million passengers over the year. In the same period, we received a total of 2,824 complaints, equivalent to one complaint for every 12,200 customer journeys.

We comply with our internal and industry code of practice and every complaint is investigated and action is taken to avoid the problem recurring.

Our customer service team are available from 7am until 7pm on Monday to Friday to assist with customer queries. The team can be contacted via phone, email, post (including a FREEPOST option), online form, Twitter and Facebook.

Our employees

We are a major employer in the local economy, with 1286 staff, of whom 988 are drivers, 176 are engineers and 122 are administration and managerial staff. The majority of our employees live within the local communities in which our buses and coaches operate. We are committed to staff training and, over the past year, we have recruited and trained 146 employees.

We have a programme in place to ensure all drivers complete the necessary CPC courses throughout the year and 101 drivers obtained their PCV licence and CPC qualification during the year. We are also active in getting more young people into our company through the Stagecoach Apprenticeship Scheme, and we currently employ 10 engineering apprentices within the local community.

We are proud of our employees for both their work performance and their individual achievements. Our staff have also been involved in numerous individual charity efforts in the community.

All our staff have the benefit of our Group pension scheme with employer contributions.

Our services

We operated over 28.6 million miles in the last year, over some 1.8 million scheduled journeys. Our key performance measure is the reliability and punctuality of our journeys.

In the past year, we operated 99.8% of our scheduled services and, of the 0.2% of scheduled journeys that we did not operate, 0.1% was due to factors outwith our control such as bad weather, road closures and traffic congestion.

We continually monitor our services for punctuality and, in the past year, we monitored 90% of all scheduled journeys. Of these, 90.8% operated within 5 minutes of their scheduled time. We continue to seek improvements both through rescheduling services and discussions with our local highway authorities, councils and Transport Scotland.

Our fares

We offer value for money fares and tickets, including standard single fares and unlimited travel zone tickets.

We also have a range of special tickets for students, young people and jobseekers.

Our fleet

We operate a fleet of 486 buses and coaches and, in the past year, we have invested £3.6m in 13 new vehicles for local areas, all of which are fully accessible and meet the latest Euro emission standards.

This means that 100% of our fleet is now made up of fully accessible vehicles, and we have achieved the government target of fully accessible double deck fleets by 2017. Within our fleet we also operate a network of luxury coaches for our express routes.

Our environment

We are rightly proud of our green status within Stagecoach East Scotland. We operate 9 electric-hybrid buses in Perth, 18 in Arbroath and in April 2016 invested £2.1m in 7 brand new electric-hybrid double deck buses for the 20/21 routes in Angus. With Euro VI engines, the buses offer the latest technology for an electric-hybrid, as well as stop/start technology and are reducing emissions by over 30%.

We used 15.3 million litres of diesel last year at an average of 8.51 miles per gallon. All our drivers have completed a fuel-efficient driving course and onboard technology measures their ‘eco performance’, providing traffic-light style feedback for the driver.

We are involved in a free fleet recognition scheme, ‘ECO Stars’, run by Dundee City Council for our services operating in Dundee to assess fuel efficiency and reduce emissions. We were awarded a 5* rating for the scheme and were the first operator to receive the high rating in Scotland and just the second in the UK. The 5* rating was also extended to our operations in Fife and Edinburgh in January 2016.

Our community

We are a major employer in the local community and enable thousands of people to go about their daily activities. We work closely with employees to support their charity fundraising efforts and community events.

We work closely with community partnerships such as the local constabulary, Guide Dog puppy trainers and RNIB Scotland to participate in events to raise awareness of public transport issues. Dedicated members of staff work with these groups to assist members of the public who find using our buses a challenge for various reasons.

We issue innovative kids activity packs to engage young bus users and we also work with local organisations and authorities to improve school and workforce travel planning.

Our success

Our Express City Connect network won the “Top Express Operation” award for the third consecutive year at the UK Coach Awards in 2017. In 2016, St Andrews depot was named “Top National Bus Depot” at the UK Bus Awards[No text in field]